IT Implementation Lead & Product Specialist

Position SummaryAn IT Implementation Lead & Product Specialist serves as the strategic subject matter expert bridging the gap between product development, sales, marketing, and customer support. This role must possess a unique blend of project management and implementation skills, alongside the big-picture vision to execute projects effectively. As a subject matter expert, you will work directly with clients to analyze business operations, identify functionality gaps, and recommend solutions that align with implementation best practices. A major emphasis of this position is conducting comprehensive product demonstrations and delivering high-quality client training to prepare customers for successful system rollouts and ensure maximum product adoption. You will be responsible for planning rollouts, creating training documentation, and driving large-scale, concurrent projects with a high degree of collaboration, all while empowering clients through robust education and enablement. ResponsibilitiesImplementation & Project Management:Oversee progress on all active implementation projects, assisting project managers to remain on schedule and within budget.Gather required information from the client to evaluate objectives, scope, and goals to create a feasible implementation solution.Create workflows documenting the solution, and manage, define, and document risks along with mitigation strategies.Identify causes of project delay and collaborate with the Project Manager and business teams to identify and implement workflow improvements that streamline processes.Create regular summary reports of project activity, including weekly updates and long-term progress highlights.Client & Stakeholder Management:Manage communications and relationships with clients, internal stakeholders, and external vendors.Understand client strategy and comfortably influence stakeholders to articulate concepts, challenges, and complexities while driving best practices.Product Specialization & Training:Demonstrate system features to clients, teaching them how to use their new systems to ensure a successful rollout.Serve as the in-house product expert, thoroughly understanding product features, edge cases, and limitations.Cross-collaborate with engineering, QA, and product managers to test new features, troubleshoot technical bugs, and translate customer feedback into future product improvements.Develop training materials and standard operating procedures (SOPs) to train internal go-to-market teams and external customer resources.Identify ongoing training needs, evaluate training effectiveness by assessing the application of learning to job performance, and recommend future development programs.Prepare and maintain internal and external product documentation, product specs, and knowledge bases.